Functions under the direction of the Manager – IT Service Support, The Service Support Senior Analyst provides advanced system-level support of multi-user clinical and financial applications, and expert technical support through direct contact with end users. The Senior Analyst will also lead projects working closely with other Analysts (both in Applications and Support Services) to document support requirements, develop new scripts, and train other service support analysts.
Requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and customer satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff and other Resurgens personnel to accomplish the goals established by the IT Service Support team.
1. Provides advanced expert level support of systems with specific expertise in one or more of the following areas: clinical applications; financial applications; or desktop support; or networking; or server administration.
Ö Provides advanced technical assistance and maintenance support to end users including, but not limited to, serving as primary second tier support, and first tier support, when assigned.
Ö Identifies, triage, research and resolve complex system/application incidents in a timely manner.
Ö Proficient in several clinical applications so as to act as the system “expert” and liaison to end-users; or proficient in several financial/administrative applications so as to act as the system “expert” and liaison to end users; or proficient in technology (servers, networks, desktops, etc) so as to act as the system “expert” and liaison to end users.
Ö Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs and scoring above average on competency tests.
Ö Performs 2nd tier support for systems (see skills above)
Ö Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
Ö Accurately resolve a minimum of 75% of incidents during the first contact.
Ö Escalates problems to the proper person/groups in a timely manner.
Ö Manage Severity 1 situations, issues and communication as required and facilitate coordination of activities and timely status, sometimes under stressful conditions.
Ö Service should be consistent with or better than service level agreements.
Ö Provide a high level of productivity for total incidents handled (250 tier 2 incidents or 500 tier 1 incidents per month)
2. Develops, documents and trains others in support process improvements for assigned clinical or financial applications and technologies.
Ö Lead problem management projects requiring coordination with the next level of support for received incidents with the objective of determining how to improve first call resolution.
Ö Research problems, prepare documentation, meet with application/technical analysts, analyzes issues, and identify the most efficient solutions.
Ö Develop scripts, training material and competency tests, and conducts training of other service support analysts in new procedures.
Ö Work with other system analysts to prepare detailed flow charts and diagrams outlining systems capabilities and processes. (e.g. Documentation of Supported Systems)
Ö Use judgment and seeks assistance when guidelines, policies, and processes are inadequate, significant deviations are proposed, or when unanticipated problems arise.
Ö Analyze and evaluates current support procedures or problems to define data requirements and work flow. (e.g. Service Support Workflow)
Ö Analyze workflows and be able to promote process changes to support the efficient use of the help desk systems and applications.
Ö Coordinates complex projects and assists Project Leader and Manager where appropriate.
Ö Works independently on all routine assignments and strives to improve skills & problem solving abilities.
Ö Identify opportunities to implement Tier 0 support solutions which reduce call volume at the service center.
Ö Provides status reports as requested in a timely manner.
Ö Completes 95% of assigned projects on time or adjusts target dates to meet revised priorities with approval from supervisor.
Ö Limited supervision for the work of other service analysts.
Ö Assist in planning phases of new systems and implications for IT Service Support.
Ö Maintains current documentation of the assigned applications.
Ö Participates in the development of project-specific work plans and tasks.
Ö Provides leadership on assigned projects.
Ö Researches and recommends hardware and software as needed to support IT Service Support.
Ö May mentor and/or lead staff as associated with operational improvement processes and / or projects.
Ö Records and maintains hardware and software inventories and user access and security as outlined in policies.
Ö Maintains current knowledge with respect to relevant technology, equipment, and/or systems.
3. Assist in the development and delivery of education/training programs that help the Service Support staff to increase performance.
Ö Conduct training with IT Service Support analysts – either one on one or group sessions.
Ö Documents projects, writes and / or reviews user instructions and trains as needed.
Ö Creates training documentation that is user friendly, detailed and precise.
4. Actively support IT policies, procedures and initiatives.
Ö Follows written health system and IT policies and procedures.
Ö Develops suggested changes to procedures based on research and documentation.
Ö Attends regular departmental and promote / exemplify excellent customer service as aligned with Resurgens Empowering Excellence campaign.
Ö Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills.
Ö Participates on committees and attends meetings as needed. Typically, part of assigned projects.
Ö Participates in special projects as required.
5. Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented. Keep abreast of current events.
6. Perform additional duties as needed
Required Minimum Education:
High School diploma or equivalent required. Associate or Bachelors degree in computer science or related field preferred. Four years equivalent work experience in lieu of education will be considered.
Required Minimum Experience:
Minimum seven years work experience in an applications or technical role. Must have experience working with end-users, one-on-one in a project or support role. Experience in planning, implementing, testing and training others in a project support role. Experience should include providing application/technical support, development/upgrades, and maintenenance, with a proven ability to design and trounbleshoot solutions. Experience in process improvement (LEAN/Six Sigma) is desirable. Experience operating in a Healthcare is a plus.
Required Minimum Skills:
Proficiency is required in either:
Process improvement skills (e.g. Six Sigma training and/or certification). Strong verbal communication, customer service, and presentation skills (training and certifications desirable). Project Management skills including practical usage of Microsoft Project. Must have good team building skills. Requires the ability to multi-task and be flexible with the assigned work schedule.
Additional skills include: